The Hong Kong University of Science and Technology
Department of Information Systems, Business Statistics and
Operations Management
Fall 2011-2012 ISOM 3730
Name of course:
Quality and Process Management
Number of credits: 4 credits
Prerequisites:
This is a required course for OM students. There is no specific
prerequisite except that students should be experienced in basic
statistics (as covered in ISOM 2500).
Class meetings:
L1
L2
Tue, Thu 9:00 - 10:20 am
Wed, Fri 4:30 - 5:50 pm
Tutorials:
T1
T2
Fri 6:00 – 6:50 pm
Tue 5:30 – 6:20 pm
Instructor:
Dr. Ki Ling Cheung Office - Rm 4353
Phone - 23587737
Email: imcheung@ust.hk
Office hours: Mon 9:30 to 10:30 am or by appointment
Room 4006
Room 4006
Room 3007
Room 3007
Teaching assistant: Jenny Kai Lam Choi, Office - Room 4351, Phone - 23588543
Email: kailam@ust.hk
Office Hours: Tue 4:00 to 5:00 pm or by appointment
Course objective:
The objective of the course is to provide a systematic survey on the theory and
implementations of quality control and management activities for different industries
(mainly manufacturing and service). The concepts and methodologies of quality
management can be implemented by the students in their future careers.
Intended learning outcomes:
At the end of this course, students should be able to:
1. Identify and analyze some of the most important problems in quality management
in different industries; (ILO 1, 4)
2. Create quality management solutions that have been used in practices; (ILO 1, 4)
3. Apply a strategic quality management perspective to different companies. (ILO 1,
4)
This course also provides students with the opportunities to develop their abilities to:
4. Work effectively in a team and lead a team; (ILO 5)
5. Work with other functions in making quality improvement; (ILO 3)
6. Communicate effectively in oral English in assigned task contexts. (ILO 2)
Project:
1
You are expected to organize a team of 2 or 3 members. During the semester your
team will conduct two projects. Each project is about a company's quality problem.
You have to provide analysis and recommendations for the company. A 10-minute
presentation should be delivered.
Examinations:
All quizzes/exams are open book/notes. The two quizzes will be held from 7:00 – 8:00
pm on October 6 and November 3, respectively. The final exam covers everything taught
after the second quiz.
Assessment Scheme: Your course grade is determined by
Two projects
20 %
Two quizzes
50 %
Final exam
35 %
Total
100%
U
40 points
100 points
60 points
200 points
U
Textbook:
S. Thomas Foster, "Managing Quality Integrating the Supply Chain", fourth edition,
Thomson (2010). The textbook is required rather than optional, and is available at the
University bookstore.
Cases:
1.
2.
3.
Lecture notes:
Comtec Electronics (A)
Quality Wireless (A): Call Center Performance
Unsafe for Children: Mattel’s Toy Recalls and Supply Chain
Management
Please visit the web site http://lmes2.ust.hk for download.
Course Schedule (Lecture 1)
Part 1
Sept 1
Sept 6
Part 2
Sept 8
Sept 13
Sept 15
Sept 20
Sept 22
Sept 27
Introduction to Quality
Orientation and introduction
Reading: History of Quality Management Page 60
What is quality?
Reading: Pages 28-33
Implementing Quality
Graphical tools of quality
Reading: Pages 316-334
No class (Holiday)
Quality cost
Reading: Pages 135-139
Statistical process control
Reading: Pages 361-373, 383-385
Statistical process control
Reading: Pages 399-408
Acceptance sampling
Reading: Pages 303-309
2
Sept 29
Oct 4
Oct 6
Part 3
Oct 11
Oct 13
Oct 18
Oct 20
Oct 25
Oct 27
Nov 1
Nov 3
Nov 8
Nov 10
Nov 15
Nov 17
Part 4
Nov 22
Nov 24
Nov 29
Economics of acceptance sampling
Process capability analysis and six sigma
Reading: Pages 385-390, 424-435 (Measure Phase and beyond skipped)
No class (Quiz 1)
Designing, Managing and Assuring Quality
Quality theory
Reading: Leading Contributors to Quality Theory: W. Edwards Deming
Pages 60-66
Leading Contributors to Quality Theory: Kaoru Ishikawa Pages 71-72
Viewing Quality Theory from a Contingency Perspective Pages 79-84
Strategic quality management
Reading: The Three Spheres of Quality Pages 46-48
A Strategic Management Perspective Pages 39-41
Differentiation through Quality Pages 139-140
Quality Strategy Process – Deploying Quality (Hoshin Kanri) Pages 142144
Project Presentation: Quality Wireless case
Project Presentation: Quality Wireless case
Quality control in service industry
Reading: Service Quality Dimensions Pages 32-33
Differences between Services and Manufacturing Pages 250-252
How are Service Quality Issues Different from Those of Manufacturing
Page 253
Quality control in financial sector
Quality function deployment
Reading: Pages 220-226
No class (Quiz 2)
Zero defects (Poka-Yoke)
Reliability
Reading: Pages 408-416
Quality control in semiconductor manufacturing: Comtec Electronics
Benchmarking
Reading: Pages 188-202 (except Difficulties in Monitoring and Measuring
Performance Pages 193-196)
A Closer Look at Quality 6-2 Pages 204-205
Problems with Benchmarking Pages 206-207
Dec 6
Quality Standards and Final Project
Project Presentation: Mattel case
Project Presentation: Mattel case
Taguchi's loss function
Reading: Taguchi Definition of Quality Pages 446-448
ISO 9000 and Malcolm Baldrige Award
Reading: The Malcolm Baldrige National Quality Award Pages 95-99
ISO 9000:2008 Pages 111-117
To be determined
Caveat
The instructor may modify the syllabus if deemed necessary.
Dec 1
3